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Quality Team Lead

Support Operations, Community Operations
Mabalacat, Philippines |
Taguig City, Philippines

About the Role

As a Quality Team Lead, you will contribute to Uber's goal of providing world-class email and phone support that's as seamless as the ride experience by identifying areas of opportunity and strengths through the Uber quality program. You will be responsible for supporting 7-10 QAs in managing day-to-day activities and play a vital role in fostering partnerships to develop solutions that will improve our riders, drivers, and merchants' support experiences

What You Will Do

  • Team management: Manage administrative functions for the team
  • TL Coaching: Motivate, develop, and engage Quality Team leads, supporting them in becoming effective leaders
  • Alignment Mastery: Conduct Quality Source of Truth reviews (act as calibration gauge)
  • Performance management: Drive LOB Quality scores by providing insights and action plan recommendations; Review and release reports outlining LOB quality opportunities; Lead projects/initiatives that can help drive extraordinary customer experience
  • Process implementation and change management: Effectively communicate quality processes and changes to relevant partners to ensure understanding and compliance; track site compliance to various quality SOPs and requirements
  • Stakeholder management: Develop and maintain relationships with a variety of partners, including LOB program managers, team leads, and managers
  • Project management: Conduct initiatives and experiments to improve quality for the site or dedicated lines of business, such as support content improvement, onsite quality form launches, and perform Kaizen or continuous Quality process improvements at the COE and/or BPO.

What You Will Need

  • Minimum 1 year Quality Assurance and People Management experience
  • Average knowledge in using Google Suite tools
  • Good-eye in analyzing data
  • Outstanding written and verbal communication skills
  • CSAT driven approach

Bonus Points

  • * Advanced knowledge in using Google Suite tools
    • Experience in analyzing data & reporting performance
    • Proactive & able to create SMART action plans to resolve issues
    • Proactive in thinking about the bigger picture and how we can improve as a team and company

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.

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Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran Status, or any other characteristic protected by law.